Why customer satisfaction is only half the story
Andrew Wiseman reviews the latest UKCSI retail results, and wonders why the focus doesn’t move beyond satisfaction. When my Retail Gazette daily newsletter dropped this morning, one of the main headlines was that John Lewis has topped the UK customer satisfaction rankings again. Never Knowingly Undersold and all that. Cue the headlines, the applause, the […]
Clever? Risky? Both? Wizz Air’s Unlimited Experiment
Wizz Air’s new “All You Can Fly” offer isn’t just a travel deal, it’s a brand experiment. Anthony Shephard-Williams explores whether this bold membership model represents clever disruption or calculated risk, and what it reveals about loyalty, belonging and the future of airline marketing
Beyond the advocacy gap: The surprise of passive brand endorsement
What can NPS passives tell us about brand advocacy? Andrew Wiseman explores why ignoring 7–8 scorers in customer research surveys could mean missing hidden customer endorsements.